No new levels

Belindo_Tours

I have reached level 2951 two weeks ago. 

When I start the game using my email address then Soda is showing  this screen:


When I start the game using my facebook account then Soda is showing the following screen:

I am not able to click on level 2951
Please help

_Elsa_

Hi @Belindo_Tours, thank you for posting here in the community.  That is very strange!  They are going to ask you to do some troubleshooting so let's try that first.  Clear out the history on wherever you are playing the game.  Then make sure that you have the latest version.  Click on one of the links below and try the troubleshooting.  Let me know if you see a change after that.  I am not that high yet and I'm not sure what the last available level is.

Browsers

https://community.king.com/en/candy-crush-saga/discussion/218696/web-browser-update   

IOS

https://community.king.com/en/blog/discussion/246638/is-your-game-crashing-on-an-ios-device

Android

https://community.king.com/en/blog/discussion/234676/is-your-game-crashing-on-an-android-device

Belindo_Tours

The current latest level is 2995. So I am 45 levels behind it.
How do I clear the history?

_Elsa_

Hi @Belindo_Tours, in the links that I posted above it probably will show you how to clear it. 

Belindo_Tours

I have read the info in the links you send me. It will clear all my current boosters.

Before doing that can you explain the following.
When I start Soda on my smartphone it is showing this:

Level 2951 is available on my smartphone!!

When I play on my tablet it isn't!!!

_Elsa_

Wow so then your tablet might need some updating.  Do NOT uninstall the game on your tablet because you will lose everything!  Boosters and lives!  Try clearing the history and closing the game.  Wait 10 seconds and then reopen it.  You can also uninstall the Facebook app and reinstall it again.  Try those and let me know what happens.

Also are your devices Apple or Android?

Belindo_Tours

I have:
-cleared the history
-unistall and renstall soda on fb
-restart soda on smartphone and tablet
It doesn't fix the issue.

Ps: both smartphone and tablet are android devices.

_Elsa_

Ok then let's try the next step.  I am going to ask you to please get your user ID # by following the steps on this link: 

https://community.king.com/en/candy-crush-saga/discussion/247069/what-is-my-user-id-and-where-can-i-find-it#latest

Once you have the number, please complete the contact form from this link:  https://soporto.king.com/contact

They can manually go into your account and move the progress.  So let's see if they can get your tablet working.  Please use this topic and subtopic.

Belindo_Tours

Thanks.
I have sent the form.
Let us wat for the result.

_Elsa_

Please let me know if they resolve it.

Belindo_Tours

Elsa,

I received this message from the Soda Customer Care

===== begin message=====

Could you please check if there are any updates available for the game app on your device?

Head over to the Google Play Store and download the latest update to get back to the adventure.

If there aren't any available, this may be due to a technical issue affecting your game.
We can resolve this by resetting your game to the correct level but in this case you will only have 2 stars and average scores on all levels.

Could you please let me know if you agree with this?

I apologise for the troubles and I hope to hear from you soon.

=====end message=====

When i started Google Play Store, I got the message: "Error checking the updates". As a result none of my apps could be updated.
After clearing the data/cache of Play Store, almost 50 apps(among other the Candy Crush Soda) have been updated.

So now every thing is back to normal with the game.